How to read the User Stats page

The User Stats page is the single screen you open when you want to know everything an agent did over a stretch of days. It pulls together a dozen smaller reports about one person, so instead of clicking through five places you read one page. It works for one day or a string of days, which makes it the natural place to start any attendance or productivity question.

What the page actually shows

User Stats is a collection of reports stacked on one page. The blocks you get are Agent Talk Time and Status, Agent Login/Logout Time, Timeclock Login/Logout Time, Closer In-Group Selection Logs, Outbound Calls for the period, Inbound/Closer Calls for the period, Agent Activity, Recordings, Manual Outbound Calls, Lead Searches, Preview Lead Skips, Agent Lead Switches, and Manager Pause Code Approvals. Each block answers a different question about the same agent, all scoped to the date range you pick.

The Agent Talk Time and Status block is where you read Talk time and the per-Status (lead status) breakdown for the period. The two login blocks separate two different ideas: the Agent Login/Logout block is the dialer session, while the Timeclock block is the shift clock. The Manager Pause Code Approvals block ties every approved Pause code back to who signed off on it.

Two kinds of login on one page

Newcomers trip on the fact that there are two login times. The dialer login is the Agent session — when the person opened the agent screen and started taking calls. The Timeclock login is the payroll punch, which can start before the dialer login (logged in to the shift, not yet on the phones) and end after it. Reading them side by side tells you the gap between clocking in and actually dialing, which is usually the first thing a supervisor wants to see.

The call blocks split the same way. Outbound Calls for the period and Inbound/Closer Calls for the period each list what the agent dialed or answered in that window, so you can tell a dialer who lives on outbound from a closer who mostly fields transfers. The Lead Searches, Preview Lead Skips, and Agent Lead Switches blocks round out the picture of how the person moved through their queue, and the Recordings block ties each call back to its audio. None of these is hard to read on its own — the value is having all of them scoped to the same agent and the same dates.

flowchart TD
  A[Pick agent and date range] --> B[User Stats page]
  B --> C[Talk Time and Status]
  B --> D[Agent Login Logout]
  B --> E[Timeclock Login Logout]
  B --> F[Outbound and Inbound calls]
  B --> G[Pause Code Approvals]

Turning the page into a number

Once you have talk time and login time on the same screen, simple ratios fall out. Compare talk time against the dialer session length and you get a rough Occupancy read for that agent. Compare the dialer session against the timeclock shift and you start to see Shrinkage — paid time that was not spent in a dial-ready Status (lead status). Neither is a polished KPI on its own, but the User Stats page gives you every raw piece in one place, which is exactly what you want before you build a real Agent performance view.

Every block on the page has a DOWNLOAD link that exports to a spreadsheet-friendly text file, so you can pull a period out, drop it in a sheet, and chart it however you like. If you want the wider context for where this report sits, read our guide to VICIdial reports, and for the per-status timeline behind these numbers see the Agent Time Detail report.

VICIfast provisions a tuned VICIdial box with these reports already wired up in under 40 seconds — see pricing.